Remote Member Support Specialist

WEOKIE Federal Credit Union; Oklahoma City (OK); On-site; USD 32,000 - 38,000; Full time

Job summary

WEOKIE Federal Credit Union is looking for a dedicated Member Service Representative to deliver exceptional service through phone, chat, email and online messaging. You will handle account inquiries, process electronic transactions, and educate members on products that fit their financial goals.

You will follow policy, maintain accuracy under high volumes, and build relationships to encourage using WEOKIE as the member’s primary financial partner.

Qualifications

• Must have a High School Diploma or equivalent.
• Some post-secondary education is preferred.
• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Must be able to listen, discern, and solve problems.
• Must be able to show empathy and recognize your emotions and those of others to guide your behavior and make moral, valued decisions.
• Excellent member service, phone etiquette and communication (written and verbal).
• Prior experience in a retail service environment.
• Some call center and member service experience is preferred.

Responsibilities

• Provide exceptional member service by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards.
• Protect and verify identity of caller, and accurately review account information for alerts and account irregularities. Mitigate risk by taking action and responding to situations/patterns of activity indicating potential fraud or abuse.
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Accurately respond to member account inquiries and process transactions.
• Ask open-ended questions to uncover member needs to recommend suitable deposit account and loan products.
• Actively listen to fully understand members' needs. Resolve escalated member concerns while achieving first call resolution; assist with questions regarding WEOKIE products and resolve complaints.
• Perform miscellaneous duties as required.

Skills

Member service

Phone etiquette

Written and verbal communication

Empathy

Problem solving

Retail/service experience

Call center experience preferred

Keyboarding skills

Education

High School Diploma or equivalent

Some post-secondary education

Job description

WEOKIE Federal Credit Union is looking for a dedicated Member Service Representative to deliver exceptional service through phone, chat, email and online messaging. You will handle account inquiries, process electronic transactions, and educate members on products that fit their financial goals.

You will follow policy, maintain accuracy under high volumes, and build relationships to encourage using WEOKIE as the member’s primary financial partner.